StartNewsTipsHow to leverage the use of WhatsApp Business in retail
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How to leverage the use of WhatsApp Business in retail

E-Commerce Update
By E-Commerce Update

A study revealed that 95% of Brazilian companies use WhatsApp, consolidating it as the most popular chat in the country. This statistic reflects the efficiency and practicality of the tool, which facilitates direct and agile communication between brands and customers, strengthening relationships and expanding possibilities of interaction.

The Business version of the application offers features that surpass the basics, but it is the Official WhatsApp API that offers a more practical and professional solution. With it, companies are able to not only serve their customers quickly, but also incorporate essential features such as integrated payment, automated support and after-sales management. These tools make the Official WhatsApp API a strategic resource for companies looking to optimize processes and improve the customer experience.

These are so-called intelligent automation solutions, advanced customization and multichannel integration, advances that bring new possibilities to the business.

“There are technologies such as chatbots that integrate channels such as website and social networks io Facebook Messenger and Instagram Direct IO to the service via WhatsApp, making everything more practical and fast, for example.And still perform the service automatically”, says Alberto Filho, CEO of Poli Digital.

In Brazil, about 164 thousand chatbots are in operation, according to the Map of the Brazilian Bots Ecosystem.These systems go beyond the basics: they use artificial intelligence to simulate almost human interactions, solving doubts, scheduling and even making sales.

Integration

Alberto Filho says that today it is possible to integrate advanced chatbots with systems such as CRM (Customer Relationship Management), ERP and e-commerce platforms. With these integrations, routine tasks such as updating tickets, order confirmations or changes in delivery status can be automated, allowing human teams to focus on more strategic activities.

This strategy offers consumers the possibility to start a conversation on one channel and continue on another, without losing the history of interactions. This continuity is important for brands that deal with high volumes of interaction, allowing a centralized view of all points of contact with the consumer”, comments the CEO of Poli Digital.

Payment 

In addition to the service, using a platform that integrates with the Official WhatsApp API also offers the possibility of automated payments directly through the platform. An example of this functionality is Poli Pay, a solution developed by Poli Digital. With it, consumers can make payments directly in the chat while being served, making the purchase process more practical and integrated.

This functionality has gained space in the market and is in full expansion.The values moved by Poli Pay have already exceeded 6 million reais, which demonstrates its effectiveness in simplifying transactions and increasing convenience for companies and customers. 

Alberto says that Poli Pay enables the creation of catalogs of products and services illustrated with photos, and the creation and sending of “ shopping cartS” with the payment link option. All integrated with Mercado Pago and PagSeguro.

“The goal is to provide a fluid shopping experience, eliminating barriers and increasing the chances of” conversion, explains Alberto Filho. This approach is backed by data: a study by Poli Digital reveals that the conversion rate using the Poli Pay solution can be up to almost 3 times higher than traditional e-commerce.

Security

For companies that are not yet part of this trend and want to start, Alberto highlights the importance of choosing a chatbot that is provided by an official partner company of Grupo Meta, which offers a number of important benefits and above all: security.

The official integration ensures that all interactions made through WhatsApp are done in a secure manner, protecting user data and avoiding practices that violate the guidelines of the platform. This significantly reduces the risk of suspension or cancellation of the means of contact, a common problem for companies using unapproved solutions.

“With the advancement of the Official WhatsApp API as a central platform for sales, service and marketing, brands that adhere to these trends will be aligned with global communication and innovation practices in 2025. This will allow the offer of differentiated experiences and the achievement of a larger share in an increasingly competitive market”, concludes the CEO of Poli Digital.

E-Commerce Update
E-Commerce Updatehttps://www.ecommerceupdate.org
E-Commerce Update is a leading company in the Brazilian market, specialized in producing and disseminating high-quality content about the e-commerce sector.
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